The Customer Success Manager (CSM) is responsible for supporting the client's adoption and continued satisfaction with the Cornerstone OnDemand Talent Management solution. The CSM is introduced to the client during the implementation process and becomes the primary "face" to the client as implementation is closed out and the client goes live with the solution. The CSM takes ownership of Cornerstone's relationship with the client business process owner, providing counsel and guidance aimed at ensuring their successful experience with Cornerstone. The CSM also serves as an internal advocate for the client, helping to drive support and change when necessary to help the client achieve their business objectives.

　　The CSM will regularly provide best practice recommendations, expert-level application support, assist clients in solving point-in-time challenges, and partner with the client to increase the effective use and adoption of the Cornerstone solution. The CSM will be measured on the client's utilization of the solution, engagement with Cornerstone as a business partner, and overall client satisfaction.

　　In this role you will...

　　Facilitate the transition out of implementation to Go-Live and support the client's drive towards self-sufficiencyManage a portfolio of clients and make certain a high level of satisfaction with the solution is achievedLead clients through the incubation processCreate a tailored plan to ensure client success and achievement of incubation/engagement metricsConduct regular meetings with the client and make recommendations to provide continued success with talent management processes, workflows, and system configurationDevelop a consultative relationship with each client and work in conjunction with Sales and Account Management providing solution planning supportEducate clients on self-service tools, release process, and other client programs to ensure a successful partnershipAdvise clients of process/system risks based on organizational constraints and develop solutions to mitigate risksEngage the appropriate consultants and technical resources as necessaryPartner with sales and account management to ensure alignment at all levels of the relationship throughout the partnershipMaintain expert level knowledge of each of the Cornerstone OnDemand cloud offerings and configuration optionsBe required to pass all internal written Cornerstone OnDemand product certification exams... and being the Rockstar you are, you will be willing to take on additional responsibilities as needed

　　You've got what it takes if you...

　　Have held a role as an Implementation Consultant, HRIS Specialist or roles alikeHave a B.A./B.S. or equivalent professional experience in Human Resources, Organizational Development or FinanceHave experience using Cornerstone OnDemand application or comparable HCM product, high level of skill with the application Are highly detail-oriented and able to manage multiple projects simultaneouslyAre organized and methodical with excellent follow-up to ensure client expectations and deadlines are metHave excellent communication skills and analytical skillsAre bilingual in Italian and fluent in EnglishAre able to travel up to 30%Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environmentConsideration for privacy and security obligations

　　Extra dose of awesome if you...

　　Are proficient in another European language (Spanish and/or French preferred)